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NEW QUESTION 24
Your customer tries to use Knowledge Foundation API to fetch answer articles from Oracle Service Cloud and display them in an external application.
However, when they try to connect with Knowledge Foundation API they receive an exception code"ACCESS_DENIED".
What are two reasons for this? (Choose two.)
- A. For Site "II_CONNECT_ENABLED" Configuration setting is not turned on.
- B. For Site "IP_CONNECT_ENABLED" Configuration setting is not turned on.
- C. Staff account profile does not have permission to access Knowledge Foundation API.
- D. Knowledge Foundation API can only be used by an internal application.
- E. Staff account credentials are not correct.
Answer: B,C
NEW QUESTION 25
An authorized Knowledge Advanced user has created a translated document from a master document, but later wants to remove it from the system. The system does not allow the user to delete the translated document.
What can be the reason for this?
- A. The user needs Admin permission to delete the translated document.
- B. The user cannot delete it because it directly affects the reference document that the translation document is based upon.
- C. The user cannot delete the translated document; you have to remove it from the user's access by unpublishing a version.
- D. The user cannot delete the translated document because version numbers between the various localized versions are dependent on each other.
Answer: C
Explanation:
Explanation
You cannot delete translated documents; you can remove them from user access by unpublishing a version.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page
NEW QUESTION 26
How is access to a Knowledge Advanced article or external document controlled for web users on the Customer Portal?
- A. Console Roles
- B. User groups
- C. Views
- D. Profiles
Answer: B
Explanation:
Explanation
Administrators can activate search results in Knowledge Advanced so that agents, when searching Knowledge Advanced from an incident, can see only articles relevant to the areas the agents support. The filtering equates user groups with web roles and service level agreements; however, you can only tag articles with user groups.
You configure content visibility for user groups and content processing authentication for external collections using either the CollectionWizard or Collection Form under Manage Collections.
References:
Oracle Cloud Knowledge Advanced Implementation Guide, Release February 2018, page 54, page 60
NEW QUESTION 27
Your client wants a report to see all the incidents with status groupedunder the name of the contact. For an unresolved status, the queue information under which the incident is present should be displayed.
What should you use to display the details at different levels?
- A. Bucket Filter
- B. Slicing
- C. Rollups
- D. Applied Filter
- E. Auto Filter
Answer: C
Explanation:
Explanation
You can define rollup levels in a report to group data beneath headings in the report. You can add additional rollup levels to further break down the data under each heading by grouping data under sub-headings.
Usingrollups, you can group rows in a report that share the same value in the columns you select for the rollup levels. For example, you could add rollups to an incident report to group incidents by their status, and then add an additional rollup level to groupthe incidents that have the same status by their assigned staff account.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133175
NEW QUESTION 28
You notice that when a customer searches with the word "mobile", there are irrelevant answers showingunder
"Answers Other Found Helpful" section.
Which two steps should you take to resolve this? (Choose two.)
- A. Block irrelevant answers from learned links.
- B. Add the word "mobile" to the answer stop word, add "mobile" to the search priority word, and then assign one answer.
- C. Remove Related Answer Widget from the Customer Portal.
- D. Delete irrelevant answers from sibling answers.
- E. Remove irrelevant answers from manually related answers.
Answer: B,D
Explanation:
Explanation
A: A stop word is a certain term that you don't want to be used in the scoring of all search results.
D: A meta-answer is a collection of related answers that are all associated with the same products and categories. These related answers are called sibling answers, and that relationship is defined on the CX Console, not on the accessibility interface.
References:
https://www.oracle.com/assets/knowledgebase-search-effectiveness-1607920.pdf
NEW QUESTION 29
Your client wants to import new answers. Which five fields are required by the Data Import Wizard? (Choose five.)
- A. Status
- B. Keywords
- C. Summary
- D. Attachments
- E. Access Level
- F. Product/Category
- G. Assigned account value
- H. Display Position
Answer: A,B,D,E,F
Explanation:
Explanation
In order for answers to appear on the customer portal, the Status, Access Level, Language, Product, andCategory fields must be set to a visibility that allows access by customers. If even one field does not allow visibility, the answer will not be available on the customer portal.
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAABU/_BUIGuide-9.htm
NEW QUESTION 30
Which two statements are true about knowledge base articles of Oracle Service Cloud? (Choose two.)
- A. Answer articles can be archived but not deleted.
- B. Multiple answers cannot be updated simultaneously.
- C. Answer articles can contain variables.
- D. Answer articles cannot be printed.
- E. Answer articles can be copied.
Answer: C,E
NEW QUESTION 31
Which two features can you use toconnect output levels in a report? (Choose two.)
- A. drill-down filters
- B. dashboards
- C. grouping
- D. variables
- E. drill-down links
Answer: A,E
Explanation:
Explanation
When you use the report and click a drill-down link on the first level of the report, the second output levelknows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGth_Analytics
NEW QUESTION 32
Which three types of answers can be added to the knowledge base? (Choose three.)
- A. File Attachment
- B. URL
- C. HTML
- D. XML
- E. TEXT
Answer: A,B,C
Explanation:
Explanation
If you have an existing knowledge base and you would like to migrate that content into a knowledge base, you must create specific Content Types for that content to migrate to.
Before you migrate your knowledge base, create the following Content Types:
C: HTML - These answers represent HTML content. You create an HTML article by entering text in the Summary, Question, and Answer fields on the Add Content page.
D: URL - These answers represent URLs to external content. You create a URL article by entering the URL of the document that is to be the answer source for the given question in the URL field of the Add Content page.
The URL must be to one specific page and not to a page containing links to additional sources or external collections. It is also important to enter a descriptive Summary and Question as Knowledge Advanced uses the information in these two fields when conducting internal searches for documents. For customer searches, Knowledge Advanced also indexes the destination URL so it can be searched.
E: Attachment - These answers represent standalone documents attached to the answer. You create an attachment article, select the attachment to use from the Attachment link on the Add Content page.
FAQ - These answers represent frequently asked questions.
KCS - These answers represent similar content from KSC articles.
Manual - These answers represent application manuals.
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Content_Authoring.htm#FAUKAcontent_authorin
NEW QUESTION 33
You enter a word in the Manage Search Query tool field "Tune a Question" that Knowledge Advanced does not recognize.
Which statement is true?
- A. You must check if alternative synonyms exist.
- B. You must correct the spelling manually.
- C. The tuning process automatically corrects it.
- D. Knowledge Advanced does not accept words that are not in the dictionary.
Answer: B
Explanation:
Explanation
When you tune a user question, you are adding or changing objects in the Intelligent Search Dictionary.
The tuning process corrects common, misspelled words automatically. However, if you enter a word that the tuning process does not recognize, or it returns a word not synonymous with your meaning, you must correct the spelling manually.
References:
Oracle Service Cloud, Knowledge Advanced Administration Guide, November 2016, page 51
NEW QUESTION 34
Which two components are used by the Knowledge Advanced Task Management facility to automatically generate tasks? (Choose two.)
- A. notification configuration
- B. configured workflow processes
- C. user roles
- D. privileges
- E. content life cycle events
Answer: B,E
Explanation:
Explanation
The Knowledge Advanced Task Management facility automatically generates tasks based on configured workflow processes and content life cycle events.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, Release May 2017, page 14
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAAKA/Content_Management.htm
NEW QUESTION 35
A customer wants to perform Knowledge Advanced administrative operations on multiple articles using the bulk update feature.
Which three statements are true about the bulk update feature? (Choose three.)
- A. It cannot delete articlesfrom the Content Type.
- B. It cannot change the owner of articles.
- C. It can publish and un-publish articles.
- D. It cannot change product/category of articles.
- E. It can change views of articles.
- F. It can request translations of articles.
Answer: C,E,F
Explanation:
Explanation
You can manage the following tasks through the bulk update feature.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/managing-content.html#c_Modifying_Articles_with_Bu
NEW QUESTION 36
Which filter type should you use in a report to display data in a tree structure?
- A. Slicing by bucket
- B. Slicing by column
- C. Rollup
- D. Auto filter
Answer: B
Explanation:
Explanation
Slicing a report allows you to group tabular data sharing common valuesin fields included in the report.
Slicing a report allows you to group tabular data sharing common values in fields included in the report. You can then select from the slice tree or links and view only the report data that matches the selected field values.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm
NEW QUESTION 37
In the Actions to Take drop-down list of Knowledge Advanced, which three actions can you use to tune a question?
- A. Add aConcept
- B. Copy a Concept
- C. Add Synonyms
- D. Add to Existing Concept
- E. Edit Concept
Answer: A,D,E
Explanation:
Explanation
The Actions To Take menu lists the tuning options for each object. Each object has a set of tuning actions, as displayed in the following table.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/faaka/tuning-intelligent-search.html#c_Selecting_or_Entering_
NEW QUESTION 38
Which five components can be used to filter the Authoring inbox? (Choose five.)
- A. Rating
- B. User
- C. Content Types
- D. Locales
- E. Product and Categories
- F. Consoleroles
- G. Assignment status
- H. Views
Answer: B,C,D,G,H
Explanation:
Explanation
Filters enable you to view a specific subset of tasks from the Task list.
The following describes the five filters available for displaying the task list.
References:
Oracle Service Cloud, Knowledge Advanced User Guide, ReleaseMay 2017, page 17
NEW QUESTION 39
You have created four individual reports that display different details related to four agents.
Your customer wants to view and search for data in these reports simultaneously.
What should you use?
- A. Cumulative report
- B. Standard report
- C. Dashboard report
- D. Custom report
- E. Cross Tabs report
Answer: C
Explanation:
Explanation
Dashboards are particularly useful for managers who need to view a wide range of data from different reports.
Using dashboards eliminates the needto open a large number of reports individually.
When viewing standard or custom reports, you generally open reports one at a time, and search for data in only the report that is active. However, you can view and search for data in several reports simultaneously by adding them to a dashboard. Each report in a dashboard retains the same functionality as if you opened the report separately, allowing you to access and work with a variety of data from one dashboard.
References:
https://docs.oracle.com/en/cloud/saas/service/18a/famug/analytics.html#dashboards
NEW QUESTION 40
Which two statements are true about exporting report data? (Choose two.)
- A. It can be exported to a character-delimited file.
- B. It can be exported in XML format.
- C. It can be exported using only absoluteHTML layouts.
- D. It can be exported only as an .xlsx Excel file.
- E. It can be exported in PDF format.
- F. It can be exported as a Word doc.
Answer: A,B
NEW QUESTION 41
In Knowledge Advanced, which three tasks can be filtered? (Choose three.)
- A. tasks for specific users
- B. tasks that are assigned
- C. tasks that are unassigned
- D. open tasks only
- E. tasks related tospecific content types only
Answer: A,C,D
Explanation:
Explanation
Filters enable you to view a specific subset of tasks from the Task list. You can use the filters to view:
References:
https://docs.oracle.com/cloud/may2017/servicecs_gs/FAUKA/Tasks.htm#FAUKAai1137897
NEW QUESTION 42
You want to create a report that you can restructure to display different groupings by selecting different fields to use as the columns, rows, and output fields.
Which type of report should you create?
- A. Cross tab report
- B. Custom report with slice bucket
- C. Dashboard
- D. Linked report
Answer: A
Explanation:
Explanation
The Cross Tab feature lets you display report output in a table to summarize large amounts of data. Using a cross tab table, you can select the fields to define the table's rows, columns, andoutput fields, essentially grouping the data by both the row and column output. The output fields are a culmination of the row and column data.
References:
https://docs.oracle.com/cloud/february2017/servicecs_gs/FAMUG/_analytics.htm#FAMUGae1133085
NEW QUESTION 43
How do you pass Oracle Service Cloud username and password credentials to RightNowSyncPortClient?
- A. _service =new RightNowSyncPortClient();_service.ClientCredentials.UserName = "test"
;_service.ClientCredentials.Password = "password"; - B. _service = new RightNowSyncPortClient();_service.ClientCredentials.UserName.UserName = "test"
;_service.ClientCredentials.UserName.Password = "password"; - C. _service = newRightNowSyncPortClient();_service.UserName = "test" ;_service.Password =
"password"; - D. _service = new RightNowSyncPortClient();_service.UserName.UserName = "test"
;_service.UserName.Password = "password";
Answer: B
Explanation:
Explanation
Example code:
var _client = new RightNowSyncPortClient();
_client.ClientCredentials.UserName.UserName = "";
_client.ClientCredentials.UserName.Password = "";
References:
http://eatcodelive.com/2016/05/19/get-all-users-from-oracle-rightnow-soap-api-with-c/
NEW QUESTION 44
What should you configure so that specific keywords and synonyms will be used for answers when an answer search of exact phrase type is performed?
- A. the wordlist files
- B. the thesaurus.txt file
- C. the alias.txt file
- D. both the Answers Keywords and Stopwords
Answer: B
Explanation:
Explanation
The thesaurus.txt file contains a list of words and their synonyms used in the Similar Phrases search technique on theAnswers page. Words in the text search are matched with synonyms to extend the searching capability to include ontologies.
NEW QUESTION 45
Your customer wants to generate a report showing the number of days since incidents of a particular incident typewere updated.
What should you use to create this report?
- A. Use the date_add() function.
- B. Use the date_diff() function nested in the name_format() function.
- C. Create a level filter using the count () function.
- D. Create a group filter using the rel_date_diff() function.
Answer: B
Explanation:
Explanation
The date_diff() function returns the number of seconds occurring between two dates.
NEW QUESTION 46
In Oracle Knowledge Advanced, which shortcut key opens an external answer in a browser?
- A. Ctrl + O
- B. Ctrl + N
- C. Ctrl + T
- D. Ctrl + A
Answer: A
Explanation:
To open in a browser (for external documents) use Ctrl + K + O
References:
https://docs.oracle.com/cloud/november2016/servicecs_gs/FAUKA/User_AgentDesktop.htm#FAUKAControllin
NEW QUESTION 47
How can you access the Report Explorer?
- A. Home > Analytics > Report Explorer
- B. Home > Configuration > Report management > Report explorer
- C. Home > Configuration > Report Explorer
- D. Home > Configuration > Report management
- E. Home > Analytics > Report management > Report explorer
Answer: A
Explanation:
Explanation
To access Knowledge Advanced Analytics:
References:
Oracle Service Cloud, Using Knowledge Advanced, Release May 2016, page 75
NEW QUESTION 48
Which action cannot be performed on a dashboard?
- A. open a report for editing from a dashboard
- B. add a web browser to a dashboard
- C. send queued dashboards to comma-separated values (CSV) file
- D. queue a dashboard manually
Answer: B
NEW QUESTION 49
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